Exam 3 Selling Strategically

Rick Preston, a pharmaceutical sales representative, has a new kidney medication available. He is in the process of identifying physicians in his territory that might be interested in the new drug and estimating the sales potential of each. Rick is in the process of:

Account analysis

Which of the following alternatives lists the five purposes of the sales presentation (not necessarily in their correct order)?

Attitude, knowledge, desire, beliefs, and conviction

Which of the following is used to calculate the costs and revenues of sales territories?

Break-even analysis

What is exhibited by a salesperson who handles customer complaint promptly?

Care for the customer

Which of the following is NOT one of the six basic factors to consider in the allocation of a salesperson's calls?

Compensation

Break-even volume per hour=

Cost per hour/ Gross profit percentage

When a salesperson refers to her key accounts, she is talking about her __________________ accounts

Extra-large

A business friendship differs significantly from a personal friendship

False

A professional salesperson will wait a couple of days before handling any customer complaints because they often become less significant with passage of time

False

After Helen, a realtor, closes on a house, she usually calls her customers the following week to find out if they are pleased with their new home. This is an example of transactional selling.

False

Before making a sales call, the salesperson should first qualify an account, which means the account should meet the firm's credit standards

False

Generally, it is a good idea to maximize the difference between the salesperson and the customer being served to keep presentation fresh and interesting

False

In an undifferentiated selling approach, the salesperson uses multiple selling strategies in the same market

False

Scheduling refers to the travel pattern the salesperson uses in working his or her territory

False

The objections relating to loyalty to a present supplier is called reseller objection

False

Some companies give their salespeople strict formal route plans in order to:

Improve territory coverage

Which of the following does NOT hold true of the mirror points close?

It involves the buyer being given a choice between two different products

Which of the following statements about wisdom and knowledge is true?

Knowledge refers to the possession of facts

Which of the following statements about routing is true?

Most companies allow considerable flexibility in routing

Which of the following measures is NOT used to determine how well a salesperson has penetrated an account?

Number of referrals from the account

When a seller works continually to improve a customer's operations, sales, and profits, that the seller is practicing which level of relationship marketing?

Partnering/consultative selling

A(n) _____ is a short, wise, easy to learn saying that calls a salesperson to think and act

Proverb

Which of the following activities is NOT an appropriate thing to do while you, the salesperson, are waiting to see a buyer?

Reading a magazine to clear your head and relax

Which of the following statements about routing reports is true?

Routing reports allow sales managers to know where salespeople are located

Which of the following statements about using the sales technology for territory coverage is INCORRECT?

Sales technology tools hinders salespeople's abilities to focus on actual selling time

Which of the following statements about sales territories is true?

Sales territories are used to maximize the sales potential of a market

after conducting an account analysis in the time and territory management process salespeople should

Set account objectives and sales quotas

Sheryl Ford, a senior salesperson at a large firm, was asked by her sales manager to handle a key customer at a distant place from her home, Sheryl was surprised because that area belonged to another salesperson. According to the text, what is the most likely reason for Sheryl's assignment?

The salesperson in the customer's area is inexperienced.

According to the text, which of the following is one of the objectives given for establishing sales territories?

To improve customer relations and satisfaction

Account penetration refers to the ability to work and contact people throughout the account to discuss your product

True

As per the text, one of the time management skills that can help sales professionals in achieving success is having a systematic account for the outcomes you aim to achieve before allocating time to achieve these outcomes.

True

Follow up after the sale if for the purpose of evaluating the effectiveness of the product

True

Multivariable account segmentation involves the use of one or more criterion to characterize the organization's account

True

Sales Objections should be welcomed

True

customer satisfaction refers to:

a feeling towards the purchase

The two general approaches to __________ are the undifferentiated selling approach and the account segmentation approach.

account analysis

The most productive number of sales calls to make on a customer has been reached when:

additional calls do not result in additional sales

The electrical parts salesperson can respond to the fact that she has lost one of her big accounts to a competitor in all of the following ways EXCEPT:

being curt and refusing to talk to the customer

After landing a $200,000 order for baskets, Austin should most likely engage in all of the following EXCEPT:

calling and texting the customer daily

Rick Lee, a milk deliveryman in New York, delivers dairy products to 200 customers weekly. The quality of the service Rick provides to his customers is based on customer expectations. All of the following determine the expectations of Rick's customers EXCEPT:

changing shifts in demand for local produce and dairy products

Another name for the direct question is the ________ question.

close-ended

A sales territory:

contains present and potential customers

According to a survey of purchasing agents, it is most important during a sales call for a professional salesperson to:

demonstrate knowledge of the buyer's product line

Sales call allocation is the time spent by the salesperson calling on accounts excluding the traveling time

false

Using questions and statements in a sales approach is possible with any of the four presentation methods mentioned in the text

false

The second level of relationship in a business friendship is

friends

The third level of relationship in a business friendship is:

intimate friendship

To close more sales, it is essential that the professional salesperson does all of the following EXCEPT:

limit order requests to twice per call

One of Austins customers, Parson Pharmaceuticals, regularly purchases 100 large picnic hampers each December. However, Parson has decided not to give gifts this upcoming holiday season. Austin should most likely"

make a sales call to Parson in the future

Rick Lee is a milk deliveryman in the US He delivers milk, eggs, cottage cheese, and orange juice to 200 regular customers weekly. Imagine that after he made a predawn delivery, a dog spilled the milk and broke the eggs, When the customer calls to complain, Lee should:

replace the food quickly

Customer relationship marketing is the key tp

retaining customers

To have an effective demonstration the salesperson should do all of the following EXCEPT:

setting the stage for approaching the prospect

Sales wisdom comes from:

the realization that the purpose of selling is to help and honor people

Sam Utley drives to a local convenience store to purchase milk. The store that sells milk to Utley most likely engages in _______ selling

transactional

The first step of the professional sales call is to analyze the prospects needs

true

A survey of purchasing agents shows that professional buyers believe it is important for salespeople to do all of the following ECXEPT:

use high-pressure sales tactics